Hybrid IT Analyst III: DoD Support & Networking

Cloud Lake is seeking qualified candidates for Information Technology roles supporting the United States Army at Army Test and Evaluation Command (ATEC) in Aberdeen, MD (APG). Ideal candidates demonstrate a strong work ethic, dedication, outstanding customer service, and expertise in their field. We are currently hiring an IT Analyst III to join our ATEC IT Support team. This hybrid position requires applicants to be within 1.5–2 hours commute from Aberdeen Proving Ground, MD for IT support.

• Resolve customer questions and problems concerning Information Technology (IT).
• Provide technical assistance to customers to minimize disruptions of computer operations.
• Respond to calls and emails in support of the ATEC community.
• Log, update, and track trouble tickets/worers in the ATEC ticketing system.
• Research, evaluate, implement fixes, and provide feedback on one-time and problematic trends/patterns with customer support requirements.
• Ensure rigorous application of cybersecurity policies, principles, and practices in the delivery of customer support services.
• Collect information from callers to be used in the troubleshooting and restoration of network and application services.
• Coordinate and assist in the installation, configuration, utilization, and operation of IT equipment.
• Assist in the review of functional user justifications and requirements for new or additional IT capabilities in either hardware or software solutions.
• Coordinate and schedule warranty repairs, monitor, and verify repair actions, and report completed warranty repairs.
• Assist in developing, maintaining, and updating IT documents for use by help desk personnel to expedite problem resolution.
• Provide wireless device support, including device setup, user training, troubleshooting, and software repairs of Apple and Android devices.

• Active DOD Secret security clearance.
• Active DoD 8570 IAT Level I or IAT Level II certification.
• Relevant education/experience requirements:
  • 1+ years with Master’s.
  • 2+ years with Bachelor’s.
  • 3+ years with Associate’s.
  • 5+ years with no degree.
• Experience in deploying IT hardware such as desktop computers, laptops, tablets, monitors, and printers.
• Experience configuring IT hardware to resolve problems and installing/configuring operating system images and specialty software on customer devices.
• Experience generating reports using trouble ticket automated software (e.g., Service Now).
• Performing backup and restore of software and data on client compute devices.
• Troubleshooting and resolving client network and wireless issues.
• Experience testing, analyzing, and repairing computer system hardware and software malfunctions.
• Experience deploying interoperable and integrated standard office automation desktop software.
• Experience installing, configuring, troubleshooting, relocating, and repairing desktops, peripheral devices and printers.
• Experience resolving desktop problems via remote control (e.g., Dameware or similar); add/delete accounts and reset passwords as needed.
• Experience identifying network problems impacting users and working with appropriate Tier II or III administrators.
• Experience troubleshooting WIFI and GFE provided broadband devices and VPN connectivity.
• Experience configuring, diagnosing, reimaging, reloading, using, troubleshooting, and repairing all AGM MS Windows-based laptops and desktops, instant messaging applications, and DoD approved WI-FI and wireless services.
• Experience using remote tools to connect to remote desktop applications, including MCM.

• Outstanding customer service and communication skills.
• Ability to work in a team environment and independently.
• Ability to adhere to government policies and requirements.
• Previous experience mitigating system vulnerabilities and patching (e.g., Nessus) preferred.
• Previous experience supporting a Test & Evaluation environment preferred.

Hybrid

$55,000 - $66,000

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.